VP of Customer Experience

Become the newest member of our exciting team at SROA Capital as we redefine self-storage!

SROA Capital is a vertically integrated private equity real estate and technology platform. Our success is driven by a focused strategy of investing in self-storage on behalf of our principals and partners under the brand Storage Rentals of America. Currently, our portfolio comprises over 667 self-storage facilities totaling over 22 million square feet.

At SROA, we offer a career and opportunity to grow. We strongly believe in growing our talent and promoting within. We are proud to be honored as one of the TOP WORKPLACES of South Florida by the Sun Sentinel.

The Vice President of Customer Experience leads the strategy, execution and optimization of the end-to-end customer journey, ensuring seamless, data-driven and frictionless experiences for both self-storage customer and investors.

Duties and Responsibilities:

Brand Strategy & Redesign Leadership

• Lead the brand evolution and repositioning of SROA Capital and Storage Rentals of America, ensuring a consistent, modern, and compelling identity.
• Oversee the rebranding process, including logo design, brand guidelines, messaging frameworks, and brand voice development.
• Work with internal teams and external agencies to execute a comprehensive brand refresh, ensuring alignment across all marketing channels, digital platforms, and customer touchpoints.
• Ensure the new brand strategy enhances customer trust, investor confidence, and market differentiation.
• Develop and implement brand storytelling and content strategies that enhance brand equity and engagement.

Customer Journey Strategy & UX Execution

• Own the end-to-end digital experience, ensuring an intuitive and optimized customer journey across web, mobile, and omnichannel touchpoints.
• Design and implement UX/UI improvements, including wireframes, prototypes, and A/B testing of key site elements to maximize usability and conversions.
• Utilize tools like Figma, Adobe XD, or Sketch to personally execute UX designs and website updates when necessary.
• Oversee the development of self-service digital tools, including AI-powered chatbots, knowledge bases, and streamlined account management portals.

• Collaborate with engineering teams to ensure seamless implementation of UX improvements and new website functionalities.

Data-Driven Optimization & Performance Insights

• Analyze Google Analytics 4 (GA4), heatmaps (Hotjar, Crazy Egg), and session recordings to identify friction points and opportunities for improvement.
• Continuously refine customer segmentation models, leveraging behavioral insights to drive personalized experiences.
• Build and maintain real-time dashboards that track user engagement, conversion rates, and customer satisfaction (NPS, CSAT).
• Lead conversion rate optimization (CRO) initiatives, executing A/B tests and multivariate testing across digital assets.
• Develop and iterate on high-performing landing pages to improve paid media and organic traffic conversion rates.

Digital Innovation & Personalization

• Leverage AI-driven personalization and predictive analytics to enhance user engagement and retention.
• Implement marketing automation strategies that dynamically adjust content and recommendations based on customer behavior.
• Stay ahead of emerging UX/UI trends and martech innovations, bringing new ideas to enhance customer interactions.
• Optimize mobile experiences, ensuring a responsive, seamless, and high-performing mobile-first design.

Cross-Functional Leadership & Collaboration

• Work closely with marketing, product, and engineering teams to implement website enhancements and customer experience improvements.
• Partner with SEO and paid media teams to ensure digital experiences are optimized for both discoverability and conversion.
• Serve as a champion for user-centered design principles, fostering a culture of continuous iteration and improvement.
• Manage relationships with external UX agencies, branding experts, and creative partners to execute large-scale initiatives.

Qualifications:

• 10 years of experience in customer experience, UX/UI design, brand strategy, and digital transformation.
• Hands-on UX/UI design expertise with proficiency in Figma, Adobe XD, Sketch, or similar tools.
• Proven track record in brand strategy, brand positioning, and large-scale rebranding efforts.
• Strong knowledge of Google Analytics 4 (GA4), Looker Studio, and heat mapping tools for data-driven decision-making.
• Experience in website development (HTML, CSS, JavaScript knowledge is a plus) and collaborating with developers.
• Expertise in conversion rate optimization (CRO), A/B testing methodologies, and user research.
• Background in real estate, private equity, finance, or e-commerce industries is a plus.

SROA Offers:

• Competitive pay with bonus potential
• UKG Wallet – on-demand pay option
• 100% paid medical coverage options for employee-only
• Dental and vision plans for optimal care
• Eight (8) paid holidays
• Generous Paid Time Off (PTO), increasing with years of service
• Paid Maternity and Parental Leave for growing families
• 401(k) with substantial employer match and 100% immediate vesting
• Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and Dependent Care Flexible Spending Accounts (DCFSA) for tax-advantaged savings
• GAP Insurance for added financial protection
• Employer-paid Life Insurance and Short-Term Disability coverage
• Long-Term Disability (LTD) coverage for added peace of mind
• Pet insurance – because your pets are family too
• Storage Discounts to help you declutter and organize
• Access to Voluntary Benefits for personalized coverage
• Learning and development opportunities to maximize your potential and excel in your career
• A great culture that values collaboration, innovation, and inclusivity

SROA is an Equal Opportunity employer and uses the federal government E-Verify system to verify employment eligibility.